Technical products/applications support [deployment, upgrade, troubleshoot, fix] in Linux/Unix based environment preferably Wireless or Telecom Domain.
Working knowledge of AWS or cloud-related technologies .
Strong understanding of Linux working and troubleshooting
Understanding and practical experience in Scripting (Python, Shell).
Working knowledge of Big Data tools like Hadoop/yarn, HBase or equivalent technologies, Ansible, Kubernetes, Docker.
Ability to demonstrate knowledge about Cluster, VM-based solution deployment, and management, including knowledge about networking, servers, and storage .
Practical understanding of and implementation of the solutions based upon these tools is preferred.
Proficiency with Customer Relationship Management (CRM) software such as Salesforce, JIRA, and Confluence.
Understanding of support processes, KPIs SLA management is required.
Ability to handle escalations and drive customer communications on daily basis.
Demonstrated experience as a technical team player with customer focus and service orientation.
Excellent written and verbal communication skills in English.
Key Responsibilities
Coordinate at regular intervals with Customers to track critical milestones e.g. go-live releases or upgrades, ensure availability and focus on flawless service and operations delivery.
Ability to demonstrate technical troubleshooting and case management skills.
Ability to communicate with all stakeholders internal and customer.
Provide technical ability in problem-solving, including proposing and discussing fixes, advising and educating customers.
Collaborate with Engineering teams to track status and drive product fixes Feature Requests
Be the point of Escalation for the Customer to report concerns on quality or timelines, or for other critical issues needing immediate attention.
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
Required Background
B.E./B.Tech. /B.S./MCA in Computer Science, Computer Engineering, or a related field.
Certification in related technologies are preferred.